QA Call Specialist

Job description

The Call Quality Assurance & Coaching Specialist plays a pivotal role in ensuring that customer interactions meet or exceed company standards, contributing to exceptional customer experiences. This role is responsible for monitoring and evaluating agent performance, identifying areas for improvement, and providing constructive feedback to enhance the quality, consistency, and professionalism of customer-agent interactions. By aligning with key performance goals such as conversion, confirmation, sit, and pull-through rates, the specialist helps improve overall company performance. Collaboration with team leaders is essential to drive continuous improvement and elevate the effectiveness of customer-facing agents. Responsibilities: Monitor call quality metrics through Balto dashboards and manually review calls to ensure compliance and accuracy. Investigate flagged calls and compliance alerts to identify key trends, patterns, and issues. Verify Salesforce records to ensure accuracy in updates based on call interactions and customer communications. Data Analysis Reporting: Analyze call data to pinpoint strengths and weaknesses in team performance, providing actionable insights. Provide...